JP2002244884A - Server for work request system, and work request system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a work request system that can perform the personal identification of a requester, accurately grasp the instruction content and prove the processing content. SOLUTION: A server 7 in a data center 5, a terminal equipment 9 of a client and a server 13 in a notarization center 11 are connected via a network 3, and when a computer system 15 of the client has a fault, a requester 25 uses the terminal equipment 9 to prepare a fixed format of a work request about the fault and send it to the server 7 along with private information input with the use of an IC card or the like. The server 7 authenticates the requester 25, prepares a work report 43 according to the work request and content of executed work, and notifies the terminal equipment 9. The prepared work report 43 is saved after signed by the data center 5, the work requester 25 and the notarization center 11.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a work request system using an electronic form application.

[0002]

2. Description of the Related Art Conventionally, in a data center provided with computer systems (EC sites, etc.) of a plurality of companies and a monitoring system for monitoring the same, when contracting out work for a failure, the person in charge of the contractor must: In the event of a failure, workers at the data center are requested to perform work by verbal instructions such as by telephone.

[0003]

However, with such a request method, it is not possible to authenticate the identity of the requester and accurately grasp the contents of the instructions, and to objectively prove the validity of the contents of the request and the contents of the work at the time of a dispute. There is a problem that there is nothing to do.

[0004] The present invention has been made in view of the above points, and has as its object to provide a work request system capable of authenticating the identity of a client, accurately grasping the contents of instructions, and proving the processing contents. I do.

[0005]

In order to achieve the above object, the present invention provides a center having a customer's computer system and a server, and a customer terminal connected to the server of the center via a network. When a failure occurs in the computer system of the customer, the terminal device of the customer makes a work request for the failure to the server, and the server performs a process of authenticating the client. This is a work request system characterized by the following.

Here, the center is a data center or the like, and has a customer's computer system and server. The customer's computer system operates the customer's EC site and the like. When a failure occurs in the customer's computer system, the customer's terminal device sends a work request by sending to the server information on the failure in a certain format and personal information of the requester input using an IC card or the like. The accepted server performs the process of authenticating the client.

[0007] Further, the server describes information about the failure, the contents of the recovery work, and the requester based on the contents of the work request from the terminal device and the contents of the work executed to recover from the failure. A work report is created and stored with an electronic signature of the center, the work requester, and a third party such as a notary center. In the present invention, the identity of the requester is authenticated by using an IC card or the like, and information about the failure is sent in a certain format to accurately grasp the instruction content,
By signing and storing the work report, the validity of the request contents and the work contents can be objectively proved.

[0008]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 shows a schematic configuration of a work request system 1 according to an embodiment of the present invention. This work request system 1 is a work request for a fault created in a certain format by a contractor in charge using an electronic form or the like from a terminal device when a data center is outsourcing work for a fault. The work request is sent to the server of the data center to send a work request, and the server of the data center performs work based on the sent work request document, and then creates and stores a work report.

As shown in FIG. 1, the system includes a server 7 of a data center 5 and terminal devices 9 of a plurality of companies (in this example, terminal devices 9a and 9b of company A) via a network 3 such as the Internet. The company terminal device 9b, the company C terminal device 9c) and the server 13 of the notary center 11 are connected to each other. The server 7 is a computer system 1 of a plurality of companies installed in the data center 5.
5 (in this example, a computer system 15a for company A,
It is a server of a monitoring system that monitors the computer system 15b for Company B and the computer system 15c) for Company C.

The server 7 has an electronic form database 1
7. Manage the work report database 19 and the like. The electronic form database 17 stores electronic form data 21 used when the server 7 creates a trouble ticket or a work report on a failure, and the work report database 19 stores a work report created by the server 7. Book data 23 is stored. The server 7 is a terminal device 9
Client 25 operating terminal device 9 in accordance with a request from
Authenticates the user.

The server 7 uses the trouble ticket electronic form data 21 obtained from the electronic form database 17 on the basis of the work request form for the failure sent from the terminal device 9 and uses the computer system 1
Issue a trouble ticket instructing work for recovering the failure of the work 5, and notify the work staff 29 operating the work staff terminal 27 of the data center 5.

Further, the server 7 creates a work report on the executed work using the electronic form data 21 for the work report acquired from the electronic form database 17 based on the trouble ticket, and With the signatures of the management company, the client 25, and the notary center 11, which is a third party, and stored in the work report database 19 as work report data 23.

The terminal device 9 is a terminal device such as a personal computer or a mobile phone owned by a company that outsources the work in the event of a failure to the management company of the data center 5. The work request form relating to the failure created in the format and the data relating to the client 25 who operates the terminal device 9 are sent to the server 7 to make a work request.

Here, data concerning the identity of the client 25 is input to the terminal device 9 using an IC card or the like. Further, after confirming the work report with the signature of the management company sent from the server 7, the terminal device 9 attaches the signature of the requester 25 and sends it to the server 7 again. The notary center 11 is an external third-party organization, and the server 13 includes, in the work report signed by the management company and the client 25 sent from the server 7,
A signature of the notary center 11 is attached and sent back to the server 7.
This signature is the signature of the third party.

An electronic signature is a document (here, a work report) obtained by encrypting a character string of a specific length obtained by using a hash function with a personal key. If the decrypted one matches the character string of a specific length obtained by using the hash function on the document, and they match,
The document is proven to have not been tampered with. The program used for the server 7 and the terminal device 9 is a CD-RO
It may be recorded in M or the like and distributed, or may be distributed via the network 3.

Next, referring to FIG. 2, the work request system 1
Will be described. In the following example, it is assumed that a failure occurs in the computer system 15a for company A, and the person in charge of company A (the requester 25) makes a work request from the terminal device 9a of company A to the server 7 of the data center 5. First, the requester 25, who knows the occurrence of the failure, operates the company A terminal device 9a.
To the server 7 of the data center 5 via the network 3 and sends the personal information input using an IC card or the like and a work request form relating to a failure created using an electronic form to the server 7 to make a work request ( Step 20
1).

Here, when the terminal device 9a is a personal computer, the information on the failure sent from the terminal device 9a is a work request created by inputting the type of the failure and the content of the failure using an electronic form. Alternatively, if the terminal device 9 is a mobile phone, the data may be sent according to a certain format. The server 7 of the data center 5 refers to a customer database (not shown) or the like based on the personal information received from the terminal device 9a and performs a process of authenticating the client 25 (step 202).

Further, the server 7 creates a trouble ticket 31 for instructing a work for recovering the failure by using the trouble ticket electronic form data 21 based on the work request for the failure received from the terminal device 9a. Then, it notifies the worker 29 (step 203). FIG. 3 is a diagram showing an example of the trouble ticket 31 displayed on the terminal device 27 for the worker in charge of the worker 29 and the like. The main contents of the trouble ticket 31 are information on the work reception date and time, the completion date and time, the customer, the person in charge, the contents of the failure, the cause, and the details of the measures.

The worker 29 has a trouble ticket 31
(Step 20)
4). That is, the worker 29 is assigned the trouble ticket 31
Failure severity 32, failure device ID 33, failure IP 34,
In accordance with the host name 35, the faulty device name 36, the fault classification 37, the reception content 38, the cause content 39, the response content 40, and the like, an operation for recovering the failure of the computer system 15a for company A is executed.

After the recovery work is performed, the server 7 closes the trouble ticket 31 (step 20).
5). That is, the answer content 41, the work completion date and time 42, and the like are input, and the process related to the trouble ticket 31 ends. When the trouble ticket 31 is closed, the server 7 uses the electronic form data 21 for the work report based on the contents of the trouble ticket 31 to execute the work report 4.
3 is created (step 206).

FIG. 4 is a diagram showing an example of the work report 43 displayed on the screen or the like of the worker's terminal device 27 of the worker 29. In this example, the contents of the work report 43 are mainly failure contents 44, request contents 45, work reports 46, and the like. The server 7 adds the created work report 43 with the signature of the management company of the data center 5 to the terminal device 9.
a to notify the client 25 of the end of the requested work (step 207).

The terminal device 9a transmits the work report 43
After the confirmation work, the signature of the client 25 (company) is attached and sent to the server 7 (step 208). Further, the server 7
The work report 43 with the signature of the management company and the client 25 is sent to the server 13 of the notary center 11 (step 209),
When the server 13 returns the server 7 with the signature of the third party to the server 7 (step 210), the server 7 stores the management company, the client 25, and the work report 43 signed by the third party in the work report database 19. Is stored in the work report data 23 (step 211).

According to the above processing procedure, the work requesting system 1 authenticates the requester 25 by using an IC card or the like, and based on the information on the failure inputted according to a certain format sent from the requester 25. Issue the trouble ticket 31 to accurately grasp the contents of the instruction, and sign and save the work report 43 created based on the trouble ticket 31 to objectively verify the validity of the request contents and the work contents. Can be proved.

[0024]

As described above in detail, according to the present invention, it is possible to provide a work request system capable of authenticating the identity of a client, accurately grasping the contents of instructions, and proving the processing contents. .

[Brief description of the drawings]

FIG. 1 is a diagram showing a schematic configuration of a work request system 1.

FIG. 2 is a flowchart showing a processing procedure in the work request system 1.

FIG. 3 is a diagram showing an example of a trouble ticket 31.

FIG. 4 is a diagram showing an example of a work report 43.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 ... Work request system 3 ... Network 5 ... Data center 7 ... Server 9 ... Terminal device 11 ... Notary center 13 ... Server 15 ... Computer system 17 ... Electronic form database 19 ... Work report database 21 ... Electronic form data 23 ... Work report Document data 25 ... Requester 27 ... Terminal device for worker 29 ... Worker 31 ... Trouble ticket 43 ... Work report

 ──────────────────────────────────────────────────続 き Continuing on the front page (72) Inventor Toshio Ariyoshi 1-1-1, Ichigaya-Kaga-cho, Shinjuku-ku, Tokyo Inside Dai Nippon Printing Co., Ltd. (72) Inventor Yasuaki Chino 1-chome, Ichigaya-cho, Shinjuku-ku, Tokyo No. 1 Dai Nippon Printing Co., Ltd. F term (reference) 5B042 GA12 GA18 GA36 JJ02 KK12 MC15 5J104 AA07 AA09 LA03 LA06 MA01 NA12 NA35 PA07

Claims (6)

[Claims] 1. A center having a customer's computer system and a server, and a customer terminal connected to the server of the center via a network, wherein a failure has occurred in the customer's computer system. In this case, the client terminal device requests the server to perform a task related to the failure, and the server authenticates the client. 2. The server according to claim 1, wherein the server generates a work report based on the contents of the work request from the terminal device regarding the trouble and the contents of the work executed to recover the trouble. The work request system according to claim 1, further comprising: 3. The server sends the work report to the terminal device after attaching the electronic signature of the center to the work report, and the terminal device attaches an electronic signature of a work requester to the work report. Means for sending to the server later; means for the server to send the signed work report to a third-party notary center; and the notary center attaches the third-party electronic signature to the work report. And a means for sending the work report with the electronic signature of the center, the work requester, and the third party. The work request system according to claim 2, wherein 4. A server of a work request system connected to a terminal device via a network, wherein when a failure occurs in the computer system of the customer, the server is connected to the server of the customer via the network. A server comprising: a means for creating a work report based on the contents of a work request related to a failure and the contents of work performed to recover the failure. 5. A program for causing a computer to function as a server of the work request system according to claim 4. 6. A recording medium on which a program for causing a computer to function as a server of the work request system according to claim 4 is recorded.